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Nicor Advanced Energy

Phone: (877) 292-9363 View Additional Phone Numbers PO Box 3042, Naperville, IL 60566 http://www.nicoradvancedenergy.com/


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Description

Nicor Advanced Energy LLC offers innovative energy plans designed to give residential and small business customers choices.  We put our energy into helping our customers in Nicor Gas, Peoples Gas and North Shore Gas service areas find the plan that best fits their needs.  Certified as an alternative natural gas supplier with the Illinois Commerce Commission, we offer consumers energy supply options traditional utilities typically can’t. Our energy plans help make your monthly energy costs predictable and unexpectedly high bills a thing of the past.

Nicor Advanced Energy and its sister companies are not the same company as Nicor Gas. They are affiliates and their prices are not regulated by the Illinois Commerce Commission. Customers are not required to buy products or services from Nicor Advanced Energy or its sister companies in order to receive the same quality of service from their utility.

 


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Nicor Advanced Energy meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Nicor Advanced Energy include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 52 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

52 complaints closed with BBB in last 3 years | 5 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 24
Billing/Collection Issues 4
Delivery Issues 8
Guarantee/Warranty Issues 0
Problems with Product/Service 16
Total Closed Complaints 52

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Nicor Advanced Energy
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: September 12, 2005 Business started: 01/01/1992 Business started locally: 01/01/1992 Business incorporated 01/11/2005 in DE
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Gary Blank, Product Operations Mgr.
Contact Information
Principal: Mr. Gary Blank, Product Operations Mgr.
Related Businesses
Nicor Solutions
Business Category

Natural Gas Companies Natural Gas Distribution (NAICS: 221210)

Alternate Business Names
Prairie Point Energy
Additional Information

Nicor Services is an affiliate of Nicor Gas and is not regulated by the Illinois Commerce Commission. Customers are not required to buy products or services from Nicor Services in order to receive the same quality of service from the gas utility.


Additional Locations

  • PO Box 3042

    Naperville, IL 60566 (877) 292-9363

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Complaint Type: Gas Company Name: Nicor Advanced Energy Company Account Number: 3DBK Apparently (without notice) this "utility" cancelled by service with them on 12/31/2015. I have been sending in monthly payments: Jan - $97.87, Feb - $72.55 and Mar $79.69 on which they are cashing and have not forwarded to Nicor Gas on my behalf, nor return my money that they have accepted fraudulently. I received a statement from Nicor Gas with a previous balance of $153,39 along with current charges of $49.47. When I called Nicor Gas to inquiry about this - they told me that Nicor Advanced Energy had terminated my service (without notification) to me on 12/31/2015. Meanwhile, I was being billed by Nicor Advanced Energy & Nicor Gas for service! Highly illegal and fraudulent!! I called Nicor Advanced Energy and they were useless in assisting me - other than to tell me that they were returning part of the $250.11 but not all of this money...but they could not tell me when I would received my money back that they knowingly accepted under false pretenses. I have my bank records, which show all service fees were paid electronically to Nicor Advanced Energy. I requested to speak with the office of Jeff Howell, President and was refused. Performing a website - I see that Jeff Howell is part of Pivotal Home Solutions an AGL Resources Company that uses the same logo as Nicor Gas. I smell a bait and switch organization and have noticed that Nicor Advanced Energy has received many customer complaints to the BBB, of which I am submitting my own. These types of predatory "utility" companies need to be stopped.

Desired Settlement: I expect a full refund of $250.11 without delay.

Business Response: Nicor Advanced Energy made several attempts to reach this customer with little success.  A letter has been sent requesting the customer respond no later than May 11, 2016 or the complaint will be closed.  Please note: Customer was canceled due to non-payment and was mailed letters requesting payment on 12-8-15, 12-15-15, 12-23-15 and 12-28-15, contrary to the incorrect information presented in the complaint.  Customer also filed a complaint with the ICC.

4/19/2016 Billing/Collection Issues | Complaint Details Unavailable
4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: this company is very hard to contact via phone. i had an issue with them regarding a payment that was due to a credit card charge (auto pay) that did not go through in march and resulted in a threatening letter to cut off my service. prior to and following the march bill all my payments with auto pay went through without an issue. when i finally was able to speak with one of their phone reps about my account i learned that i was under contract with them and that they were not connected with nicor gas. i also learned i had to pay a $50.00 cancellation fee to drop their service. i was not aware of that and do not recall seeing that in writing. anyway, my complaint is that this company used deceptive practices to lead me to use their gas supply services. i was under the impression i was dealing with nicor gas and not some third party company that is not affiliated with nicor gas. i find it interesting that the company logo and name for nicor advanced energy show a strong similarity to the logo of nicor gas. education is never free, so the $50.00 cancellation fee is the cost of doing business with nicor advanced energy. lesson learned!

Desired Settlement: i would sure like nicor advanced energy to refund my cancellation fee. if that is not possible then i would like to make the bbb aware of my experience. i would like bbb to send my complaint to the business, and understand that bbb may not be able to take any other action. i would like my complaint to stay in the bbb's file for monitoring purposes. i would like to have my complaint appear in the company's bbb business review so that anyone considering this company as a natural gas provider have a better understanding of what type of business practices this company engages in.

Business Response:

Findings:  Customer's contract was part of the book of business purchased from Dominion and is the exact same rate with Nicor Advanced Energy as it was with Dominion.  Dominion had mailed a letter detailing the purchase to all affected customers in September 2013.  An Annual Terms and Conditions Notification had also been mailed by Nicor Advanced Energy on 11-6-14 and on 11-6-15.  It is also notated on the customer’s Nicor Gas bill when the customer is with an alternative natural gas supplier.

Action:  A Nicor Advanced Energy (***) representative spoke with Mr. Jameson and explained that his contract with *** was a result of the purchase of his contract from Dominion Retail Energy in 2013.  A letter detailing the transaction was mailed by Dominion to affected customers at that time.  There have also been 2 renewal letters mailed to the customer in 2014 and 2015.  The *** representative also explained that there was no cancel fee with the contract and that his contract has been canceled and will return to traditional utility service with the next invoice.  Mr. Jameson understood and both Mr. ******* and *** consider this issue resolved.

Consumer Response:


Better Business Bureau:

i have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided nicor advanced energy follows through and does not bill me for cancellation of their services. i will know this when their final bill arrives in may.

i appreciate the efforts your agency provided in order for me to receive such a favorable outcome. i do not believe this would have happened unless the bbb stepped in.

Sincerely,

******* *******

11/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Nicor misrepresented themselves as Nicor Gas. I agreed to purchase gas from them and found out today they are NOT Nicor Gas. I asked to terminate gas purchases from them and they charged me $50 termination. I do NOT agree to such a cancellation fee and believe it is fraudulent.

Desired Settlement: Do NOT charge a $50 cancellation fee. Also, they should NOT represent themselves as Nicor Gas.

Business Response: A Nicor Advanced Energy representative spoke with Mr. ****** and explained that the $50 cancel fee and that Nicor Advanced Energy is not the utility, were explained in both the contract terms and conditions as well as the marketing material he responded to when he originally enrolled by mailing in an enrollment card.  The PriceCap Plan, that he had enrolled in, was also further explained and Mr. ****** stated that had he been provided the same explanation when he canceled the plan, he would not have canceled.  Nicor Advanced Energy offered to waive the cancel fee and reenroll Mr. ****** in the same contract at the same price.  Mr. ****** agreed and both Mr. ****** and Nicor Advanced Energy agree that this issue is resolved.

9/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with what I thought was Nicor (same name, same logo) but was Nicor Advanced Energy to save on my gas bill. Their advertisement stated that with rising gas cost that they would never go over a certain amount even if gas prices rose. I thought it was Nicor offering a special deal for its customers but I now find out that it was their sister company who in turn was charging me almost double what the original Nicor was charging. When I called about this, at first I was told it was their sister company and then told it was a completely different company that ripped me off and that I needed to call Nicor Advanced Energy not Nicor. This is a bait and switch scam by Nicor and I think this needs to be stopped. The woman I spoke with a Nicor Gas told me they are getting hundreds of calls about this per day.

Desired Settlement: I want the money that I overpaid. I was led to believe that this was one company and that I would save money by signing up for this. But in reality I was charged more. When I confronted Nicor, first I was told they were a sister company but when I started complaining, then I was told it was a comletely different company that uses their name and logo and bills through their company and that there is nothing they can do about the higher cost that I paid since I signed up for it. They are scamming thousands of people. Please do something about this.

Business Response: Initial Business Response /* (1000, 7, 2015/08/18) */ From: **** ***** (mailto:******@aglresources.com) Sent: Monday, August 17, XXXX XX:XX AM To: ***** ***** <******@chicago.bbb.org>; Nicor Advanced Energy Support <*******@NICOR.COM>; **********@southstarenergy.com Subject: RE: BBB Unanswered Complaint We are working on this one. Please note that there was some kind of issue that prevented us from receiving the first notification on 7-21-15. We did not receive this until 8-5-15. We have been in contact with this customer and we are working toward a resolution soon. Thanks, Nicor Advanced Energy Customer Support Initial Consumer Rebuttal /* (3000, 10, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was offered a credit for one month of the difference in cost that I paid and the a early cancellation fee credit. This is not nearly enough for the overage in cost that I paid. Final Business Response /* (4000, 12, 2015/09/02) */ 8-14-15: A Nicor Advanced Energy representative did speak with Ms. ****** and explained the program she had enrolled in by mailing in an enrollment card in December of 2013 and that the program performed exactly as detailed in the material she responded to as well as the terms and conditions mailed to her on XX-XX-XX and again with the renewal notice on 11-17-14. Ms. ****** stated that she felt she was over-charged and would not consider the complaint resolved. A goodwill credit was offered to resolve the complaint but was not an admission of any wrong-doing as the charges billed to Ms. ****** were exactly as detailed in the enrollment material and subsequent terms and conditions received by Ms. ******. Ms. ****** stated that she would discuss with her husband and requested to be contacted on 8-17-15. Additional attempts to reach Ms. ****** were made on X-XX-XX and 8-20-15. Voicemail messages were left requesting a callback each time. X-XX-XX: Nicor Advanced Energy made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than August 28, 2015 or the complaint will be closed. 9-2-15: No response to callback request. Per the details in the letter, this complaint should be closed because Ms. ****** has not contacted us for further discussion and did not let us know if she was accepting our resolution offer. Because she replied to the BBB instead, one additional attempt to reach her will be made and if no contact, this issue will be closed.

5/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This co*pany is so deceptive. They are NOT part of NICOR OR PEOPLES Gas but a sleeve bag co*pany who give you a .05 cent per ther* savings and then OVER CHARGE YOU .25 per ther* for gas service. They will not give you a straight answer . There co*e on is a letter sounding like they are your gas provider and it is a a TRICK to switch your gas be carefull they also *ake you pay $50. to get back to your original co*pany. *.********* chicago

Desired Settlement: NOT APPLICABLE

Business Response: Initial Business Response /* (1000, 5, 2015/04/03) */ A Nicor Advanced Energy (NAE) representative attempted to speak with Mr. ********* to address his concerns and to explain that all marketing pieces contain language that clearly states that Nicor Advanced Energy is not Nicor Gas. Mr. ********* stated that he did not wish to talk to Nicor Advanced Energy and disconnected the call. Nicor Advanced Energy disputes Mr. *********'s statements and denies that he, or any other potential customer, was misled in any way. NAE is committed to full compliance with all applicable laws and regulations. NAE considers this issue closed. Initial Consumer Rebuttal /* (3000, 7, 2015/04/06) */ (The consu*er indicated he/she DID NOT accept the response fro* the business.) "NAE'S" response was expected fro* a NO CONSCIENCE CO. who will do anything to steal NEW custo*ers and then 6 *onth's later over charge their NEW custo*ers.Charging a $50.fee to let custo*ers get away fro* the*. Just read their correspondence and judge for your self. NAE *ay consider this co*plaint closed but you should....... BEWARE BEWARE & BECAREFULL *.********* Final Business Response /* (4000, 11, 2015/04/27) */ As stated previously, A Nicor Advanced Energy (NAE) representative attempted to speak with Mr. ********* to address his concerns and to explain that all marketing pieces contain language that clearly states that Nicor Advanced Energy is not Nicor Gas. Mr. ********* stated that he did not wish to talk to Nicor Advanced Energy and disconnected the call. Nicor Advanced Energy disputes Mr. *********'s statements and denies that he, or any other potential customer, was misled in any way. NAE is committed to full compliance with all applicable laws and regulations. NAE considers this issue closed.

2/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was clearly told over the phone that I would paw lower price per therm for gas delivery to my residence. I recently started noticing higher gas bills and questioned why it was so high, I immediately called Nicor and nicor advanced energy to investigate this issue. I discovered that I have been paying about 25 cents more per Therm! Why would anyone ever sign up for this? To pay more than what your actual gas company would charge without any additional benefit? When I called Nicor Advanced energy, they were very unprofessional and unwilling to listen to me at all. I spoke with ****** at about 11:45 on Thursday 02/12/2015. She also said there is a $50 cancellation fee. I do not recall any cancellation fee discussed at all. I thought I was simply going to save money and not entering a contract. She said they would send me the terms and conditions but offered no other help. This transaction took place over the phone, I never received any kind of terms and conditions in the mail. I trusted them over the phone and was naive to think that I didn't have to worry about anything. I cannot believe that this type of gas company unregulated in Illinois is allowed to take advantage of customers. Obviously the majority of homeowners do not monitor and are not educated in how this stuff works. This is blatently taking advantage or the naive consumer. I am in business that requires real estate contracts and would never even consider misleading or deceiving anyone. I would like any and all cancellation fees waived. I would rather move on from this bad experience than to have to escalate this further.

Desired Settlement: I would like Nicor advanced energy to waive any and all cancellation/termination fees. i would also like to make sure that I am completely cancelled from their system and they will not be interfering between myself and Nicor gas. I would like the fee waived and I will move on. thank you

Business Response: Initial Business Response /* (1000, 5, 2015/02/13) */ A Nicor Advanced Energy representative reviewed the recorded call when the customer enrolled and went over it with the customer. The contents of the call were acceptable. Mr. ****** expressed confusion over the difference between regulated and unregulated gas suppliers. The differences were discussed. Nicor Advanced Energy agreed to credit Mr. ****** for the early termination fee. Both Mr. ****** and Nicor Advanced Energy agree that this issue is resolved.

2/23/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Nov. 17th, 2014 I called NiCor Advanced Energy, my energy supplier, to cancel my account with them. My account number is 8BE78I. I did so in order to prevent the automatic renewal of my plan and to return to NiCor Gas as my supplier. My NiCor Gas account number is 47-30-60-5443 9. On this same date I called NiCor Gas and discussed their budget plan and was told that I could enroll online. I went online and did so. I expected to get 1 more bill with NiCor Advanced Energy as my supplier (which I did) but then was told my supplier contract with them would end. What I didn't know was that the budget plan that I had enrolled in with NiCor Gas would be cancelled until NiCor Advanced Energy released my account - which they never did. When I didn't see on my NiCor bill that I was enrolled in the budget plan I enrolled for a second time online. I have now received yet ANOTHER bill and noticed that I still wasn't on the budget plan. I called NiCor Gas and was told that NiCor Advanced Energy was still my supplier and as long as they were, my budget plan would continue to be cancelled. So I called NiCor Advanced Energy and was told they had no record of my phone call cancelling my service! In the conversation that followed, I was told that their tracking system for cancellations, etc. is tied to the phone number the call is placed from and not the account number involved. Since I could not tell them what phone number I called from to cancel my contract they had no way of tracking my call or confirming that I had indeed cancelled my enrollment in their plan. I was also told that I would need to pay this bill, would receive still yet another bill from them and then would have to pay a $50.00 cancellation fee because I was already a month into the new plan. What a scam! I have the information and date I called but I don't have the phone number that I called from. So now it will be March before I am allowed on the budget plan from NiCor Gas and instead of having a budgeted amount throughout the winter months when I use the bulk of energy I am having to pay the higher bills.

Desired Settlement: I want out of my contract with NiCor Advanced Energy as of Nov. 17th, 2014 and do not want to pay the $50.00 penalty fee.

Business Response: Initial Business Response /* (1000, 8, 2015/02/11) */ Nicor Advanced Energy made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than February 18, 2015 or the complaint will be closed. Please contact ******, our Customer Service Specialist, at (XXX) XXX-XXXX.

2/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 8dy0cq

Desired Settlement: return of cancellation fee

Business Response: Initial Business Response /* (1000, 5, 2015/01/28) */ A Nicor Advanced Energy (NAE) representative spoke with Mr. ****** and went over the reasons for his balance. The NAE representative agreed to credit the early contract cancellation fee. It was explained to Mr. ****** that there still is a balance owed to NAE and Mr. ****** stated he will make partial payments. NAE explained that if sufficient payments are not paid, the account may go to collections. Both NAE and the customer consider this issue resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) everything this company has one is deceptive Final Business Response /* (4000, 10, 2015/01/29) */ Nicor Advanced Energy (NAE) is disappointed the customer chose to rebuttal the previously agreed upon resolution. NAE will honor the agreed upon resolution that the customer requested of issuing a credit for the early contract cancellation fee. Contrary to the customer's rebuttal, the early cancellation fee was discussed, and agreed to, at the time Mrs. ****** enrolled. The enrollment conversation is recorded and the customer may make arrangements to listen to the enrollment recording by contacting our customer service department. NAE does not represent itself as being Nicor Gas and that disclosure is also contained in the recorded enrollment call. All pricing information is also discussed in the enrollment call. Terms and conditions of the contract are also mailed to the customer that includes the early contract cancellation fee and the period of time when the customer is able to cancel the contract without incurring an early cancellation fee. Nicor Advanced Energy has processed the requested credit and considers this issue closed. Final Consumer Response /* (4200, 12, 2015/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) i asked for that recording and my request was ignored. buyer beware.

1/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was clearly told over the phone that I will pay the lowest price per therm for the delivery of natural gas to my home. When I started noticing higher gas bills than what I expected to be normal, I researched and discovered they are not charging my the lower price at all. When I called Nicor Advanced energy, they were very unprofessional and unwilling to listen to me at all. They also said there is a $50 cancellation fee. I was told there is no cancellation fee. All they were willing to do was send me my terms and conditions. This transaction took place over the phone, I never received any kind of terms and conditions in the mail. I trusted them over the phone. I also find it unbelievable that the state of Illinois will an unregulated gas company to do business in this state.

Desired Settlement: I am not paying the cancellation fee that I will be receiving on my next bill. Nor will I pay the charges that are due for December thru January(to Nicor Advanced Energy only) and thru to my cancellation.

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ A Nicor Advanced Energy representative spoke with Mr. ********* and reviewed his enrollment information. Mr. ********* stated that he misunderstood how the plan worked at the time it was explained to him when he enrolled. The differences between Nicor Gas and Nicor Advanced Energy, and other alternative gas suppliers was also discussed and why gas prices differ between these entities. Mr. *********'s contract with Nicor Advanced Energy had already been canceled and it was explained to Mr. ********* that there would be one final bill from Nicor Advanced Energy before the contract would deactivate which Mr. ********* agreed to pay. It was also discussed that the contract did have a $50 early termination fee. It was agreed to waive this fee. Both Mr. ********* and Nicor Advanced Energy agree that this issue is resolved.

12/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have not received a bill for the past month. I know Nicor Advanced Energy has the correct mailing address because I am receiving dunning letters. I have called their service number XXX-XXX-XXXX on 12/6, 12/8, 12/10, 12/11, 12/12, and 12/13 and left a message at various times during business hours. I have also filled out their on-line "Contact Us" form at https://www.nicoradvancedenergy.com/contact-us on 12/6 and 12/13.

Desired Settlement: I want my bill, I want them to respond, and I want any late charges reversed. I also want to receive a bill on a regular basis,so I know what I should pay Nicor.

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ A Nicor Advanced Energy representative spoke with Mr. ****** regarding his complaint for not receiving a statement and not receiving a callback from the collections phone # XXX-XXX-XXXX. He stated he has received the dunning notices but not the statements. The 10/14 and 11/14 statements were resent. It was explained that the phone # on the dunning letters was for the collections company and advised we have a customer service phone # for this type of billing inquiry and provided the XXX-XXX-XXXX number. An inquiry with the collection company has been initiated regarding the requested callback requests made by the customer. The late fees were also credited as he requested. Both Nicor Advanced Energy and Mr. ****** agree that this issue is resolved.

10/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In March 2010 Nicor Advanced Energy sent me an advertising stating that I do not have to get my Gas from Nicor anymore, that I can get it from alnternate sources and save money. I called them and they told me that I would be saving at least 5 cents per therm. I signed up with them and in my welcome letter it said that I would be guaranteed at least 5 cents per therm versus the standard utility price through my October billing date. I thought all along I was saving money but the first three months of this year my gas bills were astronomical. ***. 465.91, Feb. 574.06, March 1084.99. I called to complain and was put on a plan that guarantees my price per therm at 0.599 but it would not go into effect until one billing later. After the March bill I complained again and immediately received a credit of 150.00 on my bill. After that I called Nicor to find out what their prices per therm were the first three months of the year and was told: January, Nicor .46 (Nicor Advanced Energy, 0.765) February, Nicor .51 (Nicor Adv. Energy, 1.239) March, Nicor .68 (Nicor Adv. Energy, 1.651) ***. billed therms 522.24, Nicor price would have been 240.23. FEb. billed therms 413.10, Nicor price would have been 210.68. March billed therms 607.92, Nicor price would have been 413.39. Adding tax and delivery charges I feel I was cheated. I would like to get my ***. through March 2014 bills reworked and get a refund. At this time I do not even want any promised savings, I just want what Nicor would have charged me. (Account number XX-XX-XX-XXXX X)

Desired Settlement: I would like to have my Jan. Feb. and March gas bills reworked to the Nicor price per therm for that period and granted a refund.

Business Response: Initial Business Response /* (1000, 5, 2014/04/28) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved. Business Response /* (4000, 14, 2014/09/23) */ A Nicor Advanced Energy representative spoke with Ms. ****** and explained that the credit was sitting on her Nicor Advanced Energy account and needed to be transferred to Nicor Gas to offset the amount on the Nicor Gas bill. That will occur during the next billing event. Ms. ****** understood, and both NAE and Ms. ****** consider this issue resolved. Business Response /* (4000, 14, 2014/09/23) */ A Nicor Advanced Energy representative spoke with Ms. ****** and explained that the credit was sitting on her Nicor Advanced Energy account and needed to be transferred to Nicor Gas to offset the amount on the Nicor Gas bill. That will occur during the next billing event. Ms. ****** understood, and both NAE and Ms. ****** consider this issue resolved.

10/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Our People's Gas bills have been steadily increasing since October 2013. I contacted People's Gas and they informed me that my gas supplier changed from Dominican to Nicor Advanced Energy. When I took service with ********** they agreed to give us a discount of 15% less than any other gas company in the Chicagoland area. After looking at these bills, we realize that Nicor Advanced Energy charges more than any other company. We also realized that Nicor Advanced took over as our supplier without notification or our consent. Our monthly gas bills range from over 1200 to over 1500 dollars a month. These are the highest costs we've ever been charged. Nicor Advanced promise to refund 87.47 dollars then they promised to refund 150 dollars. To this date, no refunds have been given. In fact, they have given a bill of $289.29 without reference to Therm or how much Therm was used. Nicor Advanced Energy did not send a bill through People's Gas, but through their own company. With ********* I would have saved 15% on all my bills but Nicor Advanced Energy is taking advantage of customers through their high rates. I am a disabled senior and cannot afford to pay these high bills.

Desired Settlement: I would like a refund of at least 15% off my bill which is the discount amount my previous supplier ********* was giving me before Nicor Advanced Energy took over without my consent.

Business Response: Initial Business Response /* (1000, 8, 2014/09/08) */ Nicor Advanced Energy made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than September 15, 2014 or the complaint will be closed. Initial Consumer Rebuttal /* (3000, 10, 2014/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke them twice before,This week I left 2 voicemail saying we will settle this at leaast 500 dollor,no response from them yet.My bills were close to 1500 and 1300.Please take care of this for us. Final Business Response /* (4000, 15, 2014/09/25) */ Nicor Advanced Energy made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than September 15, 2014 or the complaint will be closed. Customer replied back to the BBB instead of calling NAE. NAE had previously offered a goodwill which the customer said she wanted to discuss with her husband and that she would let us know. 9-25-14: The customer has not contacted us to let us know her intentions and had not responded to our phone messages. NAE is proceeding with the goodwill credit and considers this issue resolved.

9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Signed up for gas in may and rates were low during low usage months. Then during high usage months the gas was significantly higher than any other gas company in the state. Also I though I was signing up for a nicor plan but they are completely different companies with similar names.

Desired Settlement: I hope they have to change names or make it more clear to future customers that they have an extremely variable rate, and are in no way affiliated with Nicor.

Business Response: Initial Business Response /* (1000, 8, 2014/09/15) */ Nicor Advanced Energy made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than September 22, 2014 or the complaint will be closed.

9/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband signed up for a fixed bill, which we thought we were building a credit on our account. The gentleman said that our monthly rate was going to be $71.83. There were only 2 months last year where our bill was more than that. One was just over $70? and the other one was $109? He was told to cancel the fixed bill there would be a $10.00 charge. We have been paying the $71.83 for 3 months and I called to see what our credit was because our gas charges were only $33.58 and we were told we have to pay the $71.83 with no credit to our account and that if we had a higher bill in the winter that the price would still be $71.83. This only happened 2 timnes last year. Then I was told it was a $50.00 cancellation fee. They are getting an extra $35.00 a month and we will get absolutely nothing for it!!!

Desired Settlement: I cancelled the account and I would like to only pay $10.00 cancellation fee like my husband was told. Also, getting back the money that I overpaid- the difference from my usage and what I actually paid

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ A Nicor Solutions representative spoke with Mrs. ***** and explained how the program works and that this information was communicated during the enrollment. Nicor Solutions agreed to waive the early cancellation fee and the customer would be responsible for the period of time on the program. Mrs. ***** agreed. Both Nicor Solutions and the customer agree that this issue is resolved.

8/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I believed this would of helped with our gas bill by signing with Advanced Energy, but a lot was overlooked since I went in the hospital in late December 2013. I am still in the ***** ******** ********* actually the Extended Care Center with kidney failure & on dialysis. My wife is at home paying Nicor (we now have a credit with them) and then these Advanced Energy guys want $279!! I am on a SSI disability and am 57 years old.

Desired Settlement: Hopefully we can meet half way. $140 made in two monthly payments of $70. I have been a disabled veteran since 1980. Again, I am 57 and will no longer work. I am on kidney dialysis for the rest of my life and not a candidate for a kidney transplant.

Business Response: Initial Business Response /* (1000, 5, 2014/07/25) */ A Nicor Advanced energy representative spoke with the customer and explained that the NAE balance was no longer billed on the Nicor Gas bill because the customer's contract with NAE had been canceled. The customer agreed to a payment arrangement and both NAE and the customer consider the issue resolved.

6/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: my gas bill to high

Desired Settlement: none no settlement just compliant

Business Response: Initial Business Response /* (1000, 5, 2014/06/19) */ We have spoken with Ms. ****** and confirmed that her plan has been canceled since February and she was no longer with Nicor Advanced Energy as of March 2014. Ms. ****** thanked us for calling her and we both consider the complaint closed.

6/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My Nicor bill was $106 in December; in January, it was $337; in February $397. They raised the rate/therm astronomically - 1.762. Ridiculous. Called to complain and they adjusted my $397 bill by $50 - wow. I cancelled to go back to regular Nicor.

Desired Settlement: DesiredSettlementID: Refund What can BBB do to get a refund?

Business Response: Initial Business Response /* (1000, 13, 2014/06/06) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices and to acknowledge that she was a longtime customer. Both Nicor Advanced Energy and the customer consider this issue resolved.

5/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill from this company in March of 2014 for $955.26. This was for my gas. I feel like they over charged me on my bill, and that there is an error. They charged me 1.711/per therm and that is the highest it has ever been. My bill is usually between XXX-XXX$. I called them to discuss my large bill, and they were rude and short with me. They told me you used that much and you owe it. That was the end of the conversation. I did call again, on 4/3/14 and talked to a man and I wanted to know how I even got connected with that company in the first place. He said you signed up with me in 2009. I said I don't remember that, and to send me some documentation that I did. He said he would check, and he came back and said no he didn't and I said I just don't remember. I thought the company I was paying to was Nicor Gas the whole time. When I contacted Nicro Gas they told me they were not affiliated with Nicor Advanced Energy.

Desired Settlement: I want this bill down to where it should be. This is an awful jump. I would like an itemized bill, and documentation that I signed up with them in 2009.

Business Response: Initial Business Response /* (1000, 10, 2014/04/18) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved. Business Response /* (4000, 18, 2014/05/06) */ The $350.00 credit has been applied to the customer account and the resulting credit balance has been refunded in the form of a payment refund. A refund check for $247.25 was generated X-XX-XX and has been mailed to the customer's address. The remaining credit balance of $102.75 should be processed and refunded this week. A copy of the signed enrollment card was mailed to the customer's address on 5-1-14. Nicor Advanced Energy considers this issue resolved. Business Response /* (4000, 18, 2014/05/06) */ The $350.00 credit has been applied to the customer account and the resulting credit balance has been refunded in the form of a payment refund. A refund check for $247.25 was generated X-XX-XX and has been mailed to the customer's address. The remaining credit balance of $102.75 should be processed and refunded this week. A copy of the signed enrollment card was mailed to the customer's address on 5-1-14. Nicor Advanced Energy considers this issue resolved.

5/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I got bill as Jan - Feb - $253 / Feb- March - $316 / Mar- April $332 with Therms Rate $1.60+ which is higher than any other suppiler. I checked with supplier like NICCOR, People Entergy etc, All had rate around $.088 during those months. Even Nicor Advance Energy had rate as $0.80 / therm. Living this home almost last 10 yrs, never got bill that high. Don't know how frequently they check meter but seeing jan/feb/mar/aprl bill it seems to me due to adjument of actual usage every two months company is charging previous usage of gas with current(higher) rate. Called them and they signed up me for future fixed rate plan with rate $.599/ therm. But no credit or adjuestment of all these bills. I feel like have been cheated by this company. Thanking you for your earliest attention.

Desired Settlement: Credit or Adjutment of Jan/Feb/March/April Bills.

Business Response: Initial Business Response /* (1000, 5, 2014/05/15) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for the Price Cap plan on December 13, 2013. I was told at that time that I would be charged at most .559 per therm for gas, but if the nicor gas rate was below this amount, I would still pay the lower rate. The representative I spoke to was very clear about this point. Now, I call to inquire why I'm getting the .559 rate on months when the Nicor gas rate was lower than that and they tell me that there is a 20.7 adder that is first added to the Nicor gas rate each month. I was not told this when I asked the representative about how the plan worked. I am told now that I agreed to this when they read the very long contract to me, but I do not recall this, or I never would have signed up in the first place. And when I directly asked how the plan worked they left that part out at that time which is completely misleading. I am not requesting any money back. All I would like is to have the $50 cancellation fee waived so I can go back to receiving Nicor gas as I used to. When I called to cancel they said they would not waive this cancellation fee so I said the only recourse this left me was to contact BBB.org.

Desired Settlement: Letting me cancel immediately and waiving the $50 cancellation fee.

Business Response: Initial Business Response /* (1000, 5, 2014/05/23) */ A Nicor Advanced Energy representative spoke with the customer and the customer's contract enrollment was discussed. The customer was unclear that the enrollment was for a cap at $.559 and the daily per therm price was at the market rate plus a $.207 adder. The customer decided to cancel the contract and Nicor Advanced Energy agreed to waive half of the early termination fee. Both Nicor Advanced Energy and the customer consider this issue resolved. Initial Consumer Rebuttal /* (2000, 7, 2014/05/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We signed up for Nicor Advanced Energy (mentioned as NAE below) as an alternate natural gas supplier when we first moved into our house in 2009. The recent bill hike reminder-ed me to check the last 12 months bill. It's so big surprise to know the NAE overcharged for all the last 12 months. The worse months are winter days with high usage. Compared with Nicor Gas, NAE overcharged 54% on Dec 2013, 71% on *** 2014, 149% on Feb 2014 and 158% on Mar 2014. I called with NAE customer service querying why we got overcharged so much. The custom service only told me this is due to the service plan called Flex I signed for, no further information they may provide. I pulled back the Flex plan T&C from NAE website and it's said the price is based on the market price of gas from the Gas Daily Daily (GDD), a natural gas index, plus a markup. There's No any statement declaring about the risk of this plan and how much the markup is and daily rate we may check. Compared with the other plan called PriceCap offered from NAE, which put the cap of the rate with $0.659 only, how can NAE charge customer with the rate as $1.755 per unit while the regulated Nicor Gas charge only $0.68? Overall the last 12 months our family overpaid $601.76 given on Nicor Gas rate published. I talked with NAE customer service supervisor, they offered $175 credit and claimed that's the only thing and last thing they may do. Here I claim the billing discrepancy and request NAE refund the overpayment. Below is the gas rate comparison with the regulated Nicor Gas. 1st column is billing month; 2nd column is Nicor Gas rate per therm; 3rd column is NAE rate per therm; 4th column is NAE overcharge percentage; 5th column is my monthly usage in therms 6th column is overpayment to NAE compared with Nicor Gas BillMon Nicor NAE OverPct Usage verpayment Mar-14 0.68 1.755 158% 189.72 203.95 Feb-14 0.51 1.269 149% 292.74 222.19 ***-14 0.46 0.785 71% 235.62 76.58 Dec-13 0.4 0.615 54% 192.59 41.41 Nov-13 0.41 0.566 38% 99.76 15.56 Oct-13 0.39 0.563 44% 21.37 3.70 Sep-13 0.37 0.561 52% 15.25 2.91 Aug-13 0.38 0.544 43% 23.39 3.84 Jul-13 0.41 0.564 38% 15.24 2.35 Jun-13 0.5 0.597 19% 29.46 2.86 May-13 0.52 0.615 18% 55.82 5.30 Apr-13 0.48 0.616 28% 155.29 21.12 Total overpayment 601.76

Desired Settlement: The total overpayment during the last 12 months is $601.76 given on the monthly rate Nicor Gas published. The previous discussion with Nicor Advanced Energy has credited me $175. Therefore, I requested the refund amount as the difference, which is $426.76.

Business Response: Initial Business Response /* (1000, 5, 2014/05/12) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

5/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am disabled, my bills have been outrageous, just from ***. to March bill they have increased bill 133% that is worse than a loan shark. This is a scam and wondering are they targeting people whom are disabled, elderly, fixed incomes. they advertised to recieve lowest rates they are higher how can people afford such outrageous false advertised prices? I have had to ration my much needed medication not to mention lower the heat even more(heat normally kept at 68) freezing in my home. spent thousands of dollars just in gas. this is how were expected to live.

Desired Settlement: reimbursed for the over normal Nicor rate for years becaused was advertised to get lowest rates and infact recieved extremely higher rates

Business Response: Business Response /* (1000, 5, 2014/03/19) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved. Consumer Response /* (-5, 11, 2014/04/02) */ As the account is in my name only, i don't know how they resolved issue without my consent! No one ever asked to speak to me, my permission to access account, or resolve it. I have been incapacitated the last 2 weeks as I have taken ill. Would like to know whom they spoke to. Consumer Response /* (3000, 14, 2014/04/14) */ I have never agreed to or spoke to any representative closing this matter. Consumer Response /* (-5, 16, 2014/04/15) */ Consumer supplied email: ********@hotmail.com Business Response /* (4000, 20, 2014/05/02) */ Nicor Advanced Energy again made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than May 9, 2014 or the complaint will be closed. Business Response /* (-10, 22, 2014/05/12) */ Nicor Advanced Energy again made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than May 9, 2014 or the complaint will be closed. X-XX-XX: No response from customer, closing complaint.

5/12/2014 Problems with Product/Service
5/9/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My mom does not speak English and she is 74 years old she was swindled in the nicor advance plan. This plan cost twice of much for meter reading and her bills where almost $400 each month. She even got help from **** . Because she is on a fixed income. I also called and canceled on Febuary 27th . And now she received a bill for $ 900 . I think that's a little crazy for a gas bill

Desired Settlement: DesiredSettlementID: Other (requires explanation) I don't think she should have to pay considering they took her***** payment and I canceled this service on Febuary 27th . They took advantage of a senior citizen.

Business Response: Initial Business Response /* (1000, 10, 2014/04/28) */ This issue was resolved as a result of an ICC complaint also filed by the customer. A Nicor Advanced Energy representative spoke with the customer on 4-24-14, which is after this BBB complaint was filed, and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

5/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: These overcharges resulted in gas bills of $655.27 and $305.00 for February and March, respectively. Such charges are outrageous without prior notification or possible alternatives. Especially given the fact that NAD currently provides supplier plans containing per therm costs of $.59 and NICOR charges $.68. We estimate the 2 month overcharge to be in the $400 range as a result of price gouging and total reckless billing practices.

Desired Settlement: We expect an acknowledgement of their unscrupulous and deceinving billing practices and a refund of up tp $400.

Business Response: Initial Business Response /* (1000, 5, 2014/04/25) */ Nicor Advanced Energy made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than May 2, 2014 or the complaint will be closed. Please contact ******, our Customer Service Specialist, at (XXX) XXX-XXXX.

5/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a letter four months ago telling me this company would be taking over the billing for a reputable company I was using for natural gas. The three months following they raised their rates 100% which is double any other company.

Desired Settlement: I would like to be reimbursed the overcharges of $300 I was billed. This represents the charges above the amount charged by comparable companies in the area.

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was part of a book of business purchased from ******** and is the exact same rate with Nicor Advanced Energy as it was with ******** and it is a variable rate where the price fluctuates with the market. Due to recent extreme weather, the natural gas market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved. Consumer Response /* (-5, 10, 2014/05/01) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: Consumer Response /* (2000, 13, 2014/05/02) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

4/29/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Usually I am charged between .58 Therms to .70 Therms. This month I received a bill where I was charged 1.69 per therm! No reasoning and explanation has been given. Account Number: XX-XX-XX-XXXX X Service Address: **** ***** **** ****** Grove, IL Bill Period: 2/12-14-3/14/14

Desired Settlement: I would like to be refunded for their extra charges!

Business Response: Initial Business Response /* (1000, 7, 2014/04/18) */ Nicor Advanced Energy made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than April 25, 2014 or the complaint will be closed.

4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Moved from Chicago in June 2013. Contract read over the phone with multiple yes answers. It was like a long process of someone reading the contract to me over the phone. Nicor set me to a flexible plan which I did not know nor remembering someone explaining to me. In November, therm rate was about $0.50 per therm. In March was $1.708 per therm. Gas bill in December 2013 was $350, January 2014 was $450, and March 2014 was $938. So in March I called customer service questioning my excessive gas bill. That is when Nicor told me that I signed up for a flexible account back in June 2013. After pledging for a reduction of that payment, the only answer I got was that I MUST pay that bill. I locked that rate for the next 12 months to $0.59. By paying 50% of my $938 bill, I was promised the $100 credit for the month of March 2014 bill. This month of March bill came for $648 (which already include the remaining 50% of the Feb bill I could not pay). However, this bill did not include the $100 credit I was promised. I was also also penalized for a late fee. After talking to Nicor customer service, they said that that $100 will be in my April bill as well as removing that late fee. Also, the $0.599 per therm rate I signed for will be also effective in my next bill cycle (and that is when the winter is over). March therm rate came for $0.72 per therm. I feel like I am getting ripped off and robbed by this company. Since I already accepted their terms and conditions over the phone when I signed the contract and did not read the multiple pages of the writting contract mailed to me, then I feel not protected by any law. I feel like there is no such as ethical Behavior by this company management. I am a middle class person, I cannot sacrifice my children education and well being by paying this ridiculous amount of money to Nicor Gas.

Desired Settlement: I would like Nicor to consider recalculating my gas bill therm rate equivalent to the average therm rate for 2013 OR at least what it was in December 2013. An increase of 4 times in this rate within 3 billing cycles is UNACCEPTABLE to a single family living out of a fixed income.

Business Response: Initial Business Response /* (1000, 5, 2014/04/18) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

4/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My gas provider was ********* Apparently in Oct. of last year Nicor Advanced Energy took over the contracts of Dominion customers. Heating bills this year were terrible so I called Nicor Advanced Energy (my account #is XX-XX-XX-XXXX X) regarding their costs. I was told that I could sign up for a price guard rate with them of .599 per therm for one year. In talking to representative ***** I asked why their prices were so high. She said it was because of the cost of gas to them. I asked her if their customers were charged the same rates as the customers that they had taken over from Dominion, and I was told no, we were charged more because we were on the monthly flex plan where gas prices could change every month. I began checking cost of therms and compared them with Nicor Gas. In January 2014 I paid .719 per therm while Nicor Gas was charging .46. In Feb. I paid .964 per therm while Nicor charged .51. My February gas cost with Nicor Advanced Energy was $278.20 and it would have ben $147.22 with Nicor Gas. My March cost per therm was 1.289 while Nicor charged .68. On March 4, 2014 I called Nicor Advanced Energy and talked to Lance and told him I wanted to cancel my service with them. I was given a confirmation number of XXXXX and told it would take 1 -2 billing cycles before I would be switched to Nicor Gas. I then recd. a letter from Nicor Gas dated March 4th that I would become their customer because I had asked to be dropped from Nicor Advanced. Next letter was dated March 5th welcoming me as a new member of Nicor Advanced Gas. After receiving this letter I called Nicor Advanced and talked to a supervisor *****. I explained that I had cancelled my service on March 4th and just got a letter welcoming me as a customer of Nicor Advanced. ***** asked why I wanted to leave their company. I expressed my feelings of their gouging their customers and told her I just wanted out of her company. I asked how they could charge their customers almost double what Nicor was charging and she said it is because Nicor Advance is an unregulated company. ***** assured me that she would again cancel my service with Nicor Advanced. March 11th letter said I had dropped Nicor advanced and was back with Nicor. I have to admit I must be naive because I thought that Nicor Advanced Energy was actually Nicor Gas and costs this year were just so awful because of the cold. I did not realize that Nicor Advanced Energy was indeed a separate company. Being a widow on a fixed income I don't understand how a gas company can charge almost double the amount per therm for gas as other companies. If it is indeed because they are an unregulated company, then I feel all gas companies should be regulated. Nicor Advanced Energy should not be allowed to price gouge their customers and I just hope that by complaining about their practices some other unsuspecting customers will be spared the horrendous charges that I had to pay them.

Desired Settlement: I just want to warn other customers that they are being overcharged by this company and to take their business elsewhere.

Business Response: Initial Business Response /* (1000, 7, 2014/04/28) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was part of a book of business purchased from ******** and is the exact same rate with Nicor Advanced Energy as it was with ******** and it is a variable rate where the price fluctuates with the market. Due to recent extreme weather, the natural gas market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved. Initial Consumer Rebuttal /* (2000, 9, 2014/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Nicor Advanced Energy charges their customers almost twice the cost per therm that Nicor Co. does. I filed a complaint with BBB and am supposed to be refunded $131.38 from Nicor Advanced Energy. This is the difference between what NAE charged me for supplying gas in the month of March and what I would have paid for gas if I were buying it from Nicor. My gas bills for January - March of this year were $860.12 with Nicor Advanced Energy as my supplier. For the same time period I would have paid $408.63 if my supplier had been Nicor, a difference of $451.49. I paid more than double what Nicor clients were paying. Don't be fooled because their name has Nicor in it - they are in no way affiliated with Nicor Gas and will just rip you off. Nicor Advanced Energy is an unregulated company that can charge as much as they want for gas and cheats their customers by over charging them. My recommendation to you if you are considering Nicor Advanced Energy or are already their customer, run don't walk away from them as fast as you can. Don't let them cheat you out of your money the way they cheated me out of mine!

4/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was not made aware that my account had been sold to Nicor Advanced Energy from ******** ****** Inc. I have called Nicor Gas twice, and they say that there is nothing that they can do as they are just a pass ******* for the charges on the bill. I called Nicor Advanced Energy twice, last speaking with ***** at approximately 2:50 on 4/15/14. He insisted that I am paying market price, 1.137 per therm, however having just spoken to Nicor Directly they tell me the cost is currently .68 per therm. I asked what their dispute process was because I want to dispute with them the plan that they put me into without my knowledge. My sense is that they put me into the most profitable plan from their perspective. ***** suggested that I could lock in with them for .599 per therm currently for a 12 month period, however I declined as I do not trust this company to charge me correctly and I asked that they cancel my contract. This company knowingly put me into the most expensive plan possible without my knowledge. I did not sign a contract with them. This is clear fraud on their part and I would like to find out what process there is to dispute charges however ***** said "well you're talking to me" and that there is no other process. It would seem that this is so that nothing can be done, but there has to be a way to change this behavior by fraudulent companies.

Desired Settlement: I am aware that I signed a contract with ********* I should have been notified that I was being switched to another company, and what effect this would have on my cost of natural gas. I was not notified, and instead my cost is now double the market price that is quoted by Nicor Gas themselves. I believe in the time that I have had this Nicor Advanced Energy company as my supplier I should have paid no more than what I would have paid with Nicor Gas, as from my point of view when ******** went out of business my contract should have cancelled and defaulted to the utility company providing the Natural Gas. While I do not have the exact history of prices with Nicor Gas I expect that this difference is in the range of $200-$250. I also believe that these companies should be required to stop these deceptive business practices.

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was part of a book of business purchased from Dominion and is the exact same rate with Nicor Advanced Energy as it was with Dominion and it is a variable rate where the price fluctuates with the market. Due to recent extreme weather, the natural gas market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

4/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Nicor Advanced Energy doubled the cost of my gas per Therm price without any notification during the coldest month of the year. They charged me $1.142 per therm. My gas bill doubled to $409.09. I did not know that Nicor advanced engery is not a part of ***** Gas and is unregulated. I did not know I was even moved to this company. Nicor advanced Energy doubled my price, did not notify me. They are decptive using the name of Nicor. I thought i was getting****** Gas rates. Please help me. I work hard for my money.

Desired Settlement: I just want them to give me a credit for the difference charged. I called 4/3/2014 and told them to cancel my account and switch me back to nicor gas. I am hoping that was done....They told me they cannt due that for 30 days....I do not want another gigantic bill. I would like to be billed at my old rate which is still higher than what Nicor gas is charging.

Business Response: Initial Business Response /* (1000, 7, 2014/04/22) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was part of a book of business purchased from ******** and is the exact same rate with Nicor Advanced Energy as it was with ******** and it is a variable rate where the price fluctuates with the market. Due to recent extreme weather, the natural gas market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved. Initial Consumer Rebuttal /* (2000, 9, 2014/04/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Nicor Advanced Energy was extremely fair with me. My case worker was ******.She listened to my complaint and acknowledged she understood how I felt. I found her to be honest and fair-minded when listening to my complaint. My settle is perfect. I want to thank Nicor Advanced Energy for taking time to listen to my complaint and a special Thank You to ****** for being a wonderful representative for the company and for the just settlement. Thank you BBB for helping me with this complaint.

4/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Just received my Feb-March bill from Nicor Advanced Energy and was completely shocked on how high the bill for gas $780. I couldn't believe it, so i called them. Lady nicely explained the whole shebang of I was on a varied price plan that follows the market. No matter if several friends and colleagues that their Nicor bill is only around .68 x therm or other suppliers not coming close to the fact Nicor Advanced Energy that costs 2.5x more. If I had known my price would be insane I could have bought a forest to burn and it would be still be cheaper. This just feels like a big scam because we at the mercy of their "spot" market. Also I should have seen the issue earlier with the past months Feb-March 729 w/ 1.631 a therm, Jan-Feb 411 1.196 a therm, Dec-Jan 367 .751 a therm. < that's what I expected of a variable rate higher than usual not more than double. But auto pay and chalking it up as a very cold winter and using more therms than usual not price gouging us to the poor house. It's not like we know what price we are getting charged at until AFTER the bill. Like I said if I'd known the price per therm ahead of time. Also, I wouldn't had been in Nicor Advanced Energy if it wasn't for my previous apt signing up for it and then when i transferred out to the house I didn't thing of changing it out.

Desired Settlement: A fair rate for these past couple of months.

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. It was also explained that the contract was moved from their previous premise by the utility as part of the regulations for the utilties' choice program. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved. Initial Consumer Rebuttal /* (2000, 7, 2014/04/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/18/2014 Delivery Issues | Read Complaint Details
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Complaint: ******* ****** Acct # XX-XX-XX-XXXX X Meter # XXXXXXX NAE customer ID 2C8840 Some years ago I must have signed up for Nicor's Advanced Energy plan offering. The original plan called for a set amount of cost/per them/per month. According to a 3/10/14 phone contact, the terms changed "some years ago" to the FLEX PLAN which apparently has no limits whatsoever. Suddenly in ***.2014 the cost for the month was $511. The next bill was $849. My wife paid the bill, as I was in the Hospital with a cracked femur. Discussing the problem with family & friends, we learned that this practice is notable for this outfit. In Dec. the cost was $ .687 per therm in Jan. $ 1.08 and Feb. $1.764. ($332, $510, $848) When my wife called to terminate NAE, they warned her that there would be another monthly bill before they cancelled. I believe that this is a TINY WRITING, THOUSANDS OF WORDS taking advantage of senior citizen's trust. We note that in the middle of the outrageous statements, we received The Annual Terms and Conditions Notification letter. Even tho my wife called immediately, We expect a horrendous bill for March.

Desired Settlement: The letter we received from THE COMPANY stated that the cost per therm for the previous 12 months was $0.67. We would be willing to settle for a refund of monies paid over $0.75 per therm.

Business Response: Initial Business Response /* (1000, 5, 2014/04/07) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

4/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Gas prices going insanely high: Bill from 01.10.14 $0.751 per index therm Bill from 02.11.14 $1.152 per index therm Bill from 03.12.14 $1.712 per index therm Some years ago I was tricked to switch from Nicor Gas to Nicor Advanced Energy , on promise of lower prices for gas. On Feb. 2014 after I got gas bill for $575.32 I contacted Nicor Gas to lern that Nicor Advanced Energy charged my more then double compare to Nicor Gas prices. Next I contacted Nicor Advanced Energy just to lern that is the price and I have to pay it. So, I asked to discontinue serviced from Nicor Advanced Energy and went back to Nicor Gas. On my final bill Nicor Advanced Energy stroke agine boosting price per index therm (unit) to $1.712.

Desired Settlement: I am looking for correction to fear charges for my last to gas bills from Nicor Advanced Energy

Business Response: Initial Business Response /* (1000, 7, 2014/03/31) */ Nicor Advanced Energy spoke with the customer on 3-18-14 and offered a resolution. The customer was to call back with a decision, but no return call has been received. Additional attempts to reach the customer have been unsuccessful. A letter has been sent requesting the customer respond no later than April 7, 2014 or the complaint will be closed. Initial Consumer Rebuttal /* (3000, 9, 2014/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I got call from Nicor Advanced Energy on 03-18-2014 with offer of $100 then $150 off my bill. I promised to call back next day with my decision . So I did , I called back on 03-19-2014 and two days later both times recording my name and my number. I haven't received any call back from Nicor Advanced Energy. In my opinion this is just another game played by this ripoff company. Final Business Response /* (4000, 11, 2014/04/04) */ Nicor Advanced Energy has made additional attempts to reach the customer to discuss the resolution. The number recorded on the complaint of XXX-XXX-XXXX has been called and the customer has been reached and the possible resolution was discussed. However, further attempts at this same number have resulted in: 1) a recording that the mail box is full, 2) the number was answered an the person informed us that "no one by that name was at this number", 3) we were informed that the number was for a business and that we have the wrong number. Please advise or provide an alternative contact number.

4/11/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: ******* ********** **** N. ******** Ave ************ Il XXXXX XXXXXXXXXX # XX-XX-XX-XXXX X meter number XXXXXXX I have this house under contraction and my mail was not received for past january and february.I called Nicor Gas advance and they resend me a bill,I was shocked with balance of 543.51 I could not believe they charges and decided to cancel they service.To get big surprise on my last bill from them.They decided to triple their charges as a punishment for canceling and charge me ridicule sly triple of amount from regular Nicor and people energy.They charge from 53 to 68( high end) per therm where Advance Nicor has charged 1.68 per index term.Looks like Advance energy penalize they clients when they decide to cancel for originally overcharging their customers. My bill for 02-07-14 to 03-11-14 for vacant house is 515.17$ Advance Nicor gas need to review their billing of this account and reimburse me for extra charges. I also called customer service and send them a letter and.I have not receive any answer from my email.When I called lady on the other line said they could reduce 100.00 dollars that is still making it really high.. Sincerely, *******

Desired Settlement: Liked to be charged normal rate per term for past 3 month which is running from 53 to 68 per index therms. Like to be charges reduced for past 3 months.

Business Response: Initial Business Response /* (1000, 7, 2014/03/31) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. It was also explained that there will always be an additional bill after a contract cancelation because the billing cycle needs to complete. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

4/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My 3 prior gas bills combined for a three month period were still less than my February bill from Nicor Advanced Energy. I since then cancelled my service with them and switched back to Nicor. I just received my current gas bill for March service from Nicor which was $32. I can't accept the fact that there was such a huge difference in the gas bills between the two companies. I feel that Nicor Advanced Energy excessively over charged for their services

Desired Settlement: I feel that I should be entitled to a $200 refund for what I feel was a over payment on the gas bill

Business Response: Initial Business Response /* (1000, 7, 2014/04/04) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved. Initial Consumer Rebuttal /* (2000, 9, 2014/04/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Accepted response, came to an understanding

4/8/2014 Delivery Issues | Read Complaint Details
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Complaint: The product provided by the entity is a necessity and their rates skyrocketed in Feb/Mar of 2014. I never even realized they were my supplier until I saw the drastically huge bills coming in for these 2 months. I called them to cancel and there was a 2-week time period before the cancelation took effect which put me on the hook for a second huge bill. Essentially, I'm paying double what other people are paying who do not have the misfortune of having them as a supplier. The $ amount represented here is almost $500 - too much to ignore.

Desired Settlement: $500

Business Response: Initial Business Response /* (1000, 5, 2014/03/28) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was part of a book of business purchased from Dominion and is the exact same rate with Nicor Advanced Energy as it was with Dominion and it is a variable rate where the price fluctuates with the market. Due to recent extreme weather, the natural gas market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

4/7/2014 Delivery Issues | Read Complaint Details
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Complaint: I was not made aware that my account had been sold to Nicor Advanced Energy from ******** ****** ********* I was unaware that I was even using a third party supplier. I asked Nicor Advanced Energy to produce the document that indicated that I selected Nicor Advance Energy as my supplier. They indicated that they did not have anything, that I would need to contact ********* I contacted ******** and was told they do not have that information any longer since it was 2003 when they indicated I signed up. I told ******** I have no recollection of having ever signed up with them. I was also told that since the contract ended years ago that I was on a month to month with them until my account being sold. I was then on a month to month with Nicor Advanced Energy starting in January 2014. This put me in a rate category that is 40 - 60% more that the standard rate that Nicor Gas charges per therm. The problem is two fold, first no one can produce documentation that I ever wanted to be with a 3rd party. Second I was never informed that my account was being sold and that I would be paying the highest rate.

Desired Settlement: Refund the differece in therms to the price of their guarnteed rate of $.649 per therm or the Nicor gas price.

Business Response: Initial Business Response /* (1000, 5, 2014/03/28) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was part of a book of business purchased from ******** and is the exact same rate with Nicor Advanced Energy as it was with ******** and it is a variable rate where the price fluctuates with the market. Due to recent extreme weather, the natural gas market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved. Initial Consumer Rebuttal /* (2000, 7, 2014/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The responded appropriately.

4/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was under the impression, from the advertising/information that I was given that this was a company where natural gas prices were to be lower thru them than NICOR gas. When I received and outrageous bill in February, I called NICOR gas and they explained to me that they were billing .49 cents per therm and thru the NICOR advanced enery program I was being billed $1.11 per them. When I found this out I wanted to cancel that immediately but was told that it would take another month until I was able to cancel. I have also received another bill this month that was also outrageous, due to the fact that I was still being billed more than double the rate of regular NICOR users. I feel that they misrepresented themselves telling me I would be saving money by using them when in reality I was being charged more than double. At no time was I ever told that this was a possibility. My NICOR account number is XX-XX-XX-XXXX X My gas meter number is XXXXXXX My bill due on 3/4/2014 was $319.42 Paid by check My bill due on 4/4/2014 is $340.78 Unpaid Friends who have much bigger houses than myself had bills less than half of mine. I keep my thermostat set at 64 degrees most all of the time, which sometimes seems very chilly in my house. I just really feel that there has been a gross misrepresentation from this company.

Desired Settlement: I would like to be billed what NICOR regular users were billed for these billing cycles rather than the inflated price per therm that I had to pay.

Business Response: Initial Business Response /* (1000, 7, 2014/04/01) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved. Initial Consumer Rebuttal /* (2000, 9, 2014/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with a representative from NICOR advanced energy and was told that I would receive a $349.00 credit, which was about half of what I was charged for the two months in question. I think I would have been charged approximately half of what I was charged by the regular NICOR billing. I did not pay my last bill which should be taken care of by receiving this credit. I was told it would be on my account on 4/1/14. If indeed the credit is there and I do not owe them anything I feel that my complaint has been satisfied. I have cancelled my account with this company and no longer wish to do business with them. I consider this matter resolved pending receipt of my next bill showing that this credit has been applied to my account. Thank you for your help with this matter.

4/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last months bill was $566. My account #is XX-XX-XX-XXXX X. They told me when I signed up that their average monthly charges are about 10 to 20% less than Nicor Gas. I think all conversations are taped.

Desired Settlement: I'm looking for reasonable charges for me and all consumers.

Business Response: Initial Business Response /* (1000, 6, 2014/03/21) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved. Initial Consumer Rebuttal /* (3000, 8, 2014/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Credit amount not satisfactorily Final Business Response /* (4000, 10, 2014/03/24) */ The customer's account has been credited 1 goodwill credit for the current bill and will be credited an additional goodwill credit on the next bill, when it is issued. The customer agreed to this resolution and no further credits will be issued after these credits are processed.

3/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My first bill from Nicor Advanced Energy (NAE) ************* The amount was more than three times all of my 2013 gas bills combined! I noticed their per therm rate was nearly double ********* rate, and immediately called and canceled my unwanted and never asked for NAE service. I got them to issue a partial credit, but to the best of my recollection they didn't tell me I'd be stuck with their astronomical rates for at least 1 more billing cycle (or I would have ceased using my gas oven, stove, water heater and dryer and set my heat back *******. No wonder I was SHOCKED when my new gas bill arrived today and still showed them as my supplier - this time with an even HIGHER rate of ************ (*************************************************** When the rep couldn't help me, I asked to speak with her supervisor. All he did was talk AT me, doing his best to defend their corporate policies. He tried telling me it was a waste of time to complain the you, *************************** or anyone else. And despite his utter inability to pronounce "variable" he kept trying to convince me that *****/therm was not out of line for a variable rate. Since when is double everyone else's rate is the norm? Once I realized I was getting nowhere since he was only spitting out indefensible company spiel, I told him I'd have to go over his head. I've already filed a complaint with *** and will also contact ********* (letting them know why I will NOT be paying the full amount of my bill - I will deduct******** (the difference between ********* rate and NAE's rate, plus the ***** admin fee for service I canceled a month ago.) I NEVER opted to be a Nicor Advanced Energy customer, and while I would be willing to pay a fair rate, I steadfastly REFUSE to pay their usurious rates. There is no excuse for such price gouging during one of the coldest winters in recent history. They should be ashamed of themselves.

Desired Settlement: I want NAE to reduce my bill by $107.85 - which is the difference in the 68¢/therm NicorGas rate I THOUGHT I was being charged this month and the $1.23/therm rate I got stuck with for a full month after I terminated my account with Nicor Advanced Energy - plus the $2.95 "monthly administration fee" they tacked on as well.

Business Response: ************************************************************ ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Initial Consumer Rebuttal /* (2000, 7, 2014/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) They offered to credit my account with the ******* difference between their ***** per therm rate and the ***/therm I thought I was being charged by Nicor Gas. When I explained their employee I spoke with back in February had not made it clear that I would be stuck with them as a supplier in March as well (if he had I would have set my heat back to the *** and ceased using my oven, stove, and hot water!), they said they would listen to that recording and let their reps know to speak slowly and clearly when explaining those very important details. That gesture alone could save their future ex-customers a lot of confusion, grief and money. If they follow through with the credit (and I have no reason to doubt they will) I will consider the matter closed.

3/25/2014 Delivery Issues | Read Complaint Details
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Complaint: Nicor Advanced Energy has risen the price per therm of natural gas from $.6557 on my *** 2014 bill to $1.6884 on my Mar 2014 bill. I have searched other natural gas suppliers in the Chicago area and found the following prices for variable plans (3/9/14)- .8816 for North Shore Gas, .78 for ****** 1.172 for ********** and .8375 for **** ******* Most are in the .80-.90 per therm range. I feel that Nicor Advance Energy is gouging customers because of the winter conditions. No one is close to their 1.6884 rate and they are either the WORST buyers of natural gas or they are gouging their customers!!!!!

Desired Settlement: I feel that I should pay no more than .9000 per therm for natural gas for the March and APril 2014 bills. I will be changing my natural gas provider so I will not worry about this after April 2014.

Business Response: Initial Business Response /* (1000, 5, 2014/03/14) */ Nicor Advanced Energy made several attempts to reach this customer with little success. A letter has been sent requesting the customer respond no later than March 21, 2014 or the complaint will be closed.

3/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was switched to Nicor Advanced without giving my consent in 2011. At first, I never noticed a change in my bills because I was living in an apartment. Recently, I moved to a new home and my bill jumped enormously. I expected some increase and in researching found out that I was being charge nearly double the rate than other people in the surrounding area. I told Nicor Advanced that I wanted to stop service and switch to regular Nicor, but they said I had to finish my billing cycle. During that cycle they charged $1.42 per therm which is even more than double the rate of regular Nicor. I think this is unjust. It is wrong to have been transferred without choosing and these rates are unfairly high. I also believe that being forced to finish the billing cycle was an attempt to charge me more money as opposed to letting me opt out and switch service. I called Nicor Advanced and they were not helpful at all. My account number for them is: XX-XX-XX-XXXX X. My recent bill totalled $685.41. I pay these bills via check in the mail. The most recent billing cycle was ****************

Desired Settlement: I believe that I should be reimbursed the difference of the rates of Nicor Advanced to Nicor for the therms I used. I feel that charging a higher rate in an area in which a lower rate is offered is not fair under the stipulation that I never opted into this program. I am concerned about the 3 years I spent in this company's program and would like reimbursement for the last two months of the differing charges.

Business Response: Initial Business Response /* (1000, 5, 2014/03/14) */ Findings: Customer originally enrolled online through the ********** site- Cust ID ******* This account was canceled by a utility final when the customer moved. The utility reactivated the Nicor Advanced Energy contract with the customer at the new premise - Cust ID ****** in December **** and the customer canceled ******* Resolution: A Nicor Advanced Energy representative spoke with the customer who understood how the enrollment occurred. The Nicor Advanced Energy representative also explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

3/24/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: When we moved into our new home we called what we thought was nicor to switch into our name. We were signed onto nicor advanced energy. We never agreed to an adjustable rate but they said we did. Our first bill was 43 cents a therm. Then winter started and it jumped to 54 cents. Then in the coldest month it jumped to 79 cents a therm. When I called to cancel the customer service was rude and said, "we can do what we want because we are not commissioned by anyone to keep our prices down. So we canceled. Now we get our last bill and it is estimated (o's that even legal)? Our price jumped to 1.273 a therm and our bill is $653.25 cents. Is this legal for the company to do? At the very least it is unethical and bad business practices.

Desired Settlement: 653.25 cents for the money they stole from us. They just raised the price to whatever they wanted.

Business Response: Initial Business Response /* (1000, 7, 2014/03/11) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

3/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I moved to Illinois not aware of which gas company to choose. I was under the impression I was signing up for Nicor gas, regulated by the state, not Nicor Advanced Energy. My Feb 2014 bill came in at over double the rate charge of Nicor Gas. I called to find out why, only to find that I has signed up for a subsidiary of Nicor Gas that can charge what they want to rather than the state regulated rate. My bill was over $200 more than it would have been with Nicor Gas. They offered a $56 refund which was a little help. I immediately asked them to cancel. They stated that I had to wait one more month under their price gouging rates in order for the cancellation to go through. I just received another bill for $533, almost $300 more than it would have been with Nicor Gas, whom I am switching to. I was told that I could switch at any time, however, I was not told that I would be required to get gouged an additional month.

Desired Settlement: I am seeking a new and final bill at the current rate Nicor gas is charging, $.68 per therm.

Business Response: Initial Business Response /* (1000, 5, 2014/03/13) */ A Nicor Advanced Energy representative spoke with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

3/24/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: In December index therms was 0.627 and now is 1.689 my neighbor have nicor gas and he pays 0.048 per index therms. account number is XX-XX-XX-XXXX X meter number XXXXXXX

Desired Settlement: Refund for overestimate bill for January lower payment for February and lower index therms for march and so.

Business Response: Initial Business Response /* (1000, 5, 2014/03/13) */ A Nicor Advanced Energy representative had previously spoken with the customer and explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. The customer was contacted again and it was verified that the variable contract was canceled and the customer had enrolled in the PriceGuard Plan. A goodwill credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

3/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was cross-selled this gas service by ****** and they transfered me to this company calling themselves NicorGas. their service is not what I intended to buy. I was mislead into buying their service because of the name. now I have a gas utility bill that is 4804 instead of what could have been 210$. They are fraudulently making people enroll into their service. my per unit price went up from 50cents to 110cents causing my owed amount to double.

Desired Settlement: be billed at standard rate instead of this new higher rate.

Business Response: Initial Business Response /* (1000, 5, 2014/03/03) */ Nicor Advanced Energy has made multiple attempts to reach Mr. ********, without success. Several voicemail messages, and 1 message with Mrs. ********, were left containing direct contact information and a request for a callback. No callback has been received. A letter has been mailed to the customer requesting a response by March 10, 2014 or the complaint will be closed. Initial Consumer Rebuttal /* (3000, 7, 2014/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) i have not received any calls or voice messages Please call me at XXX XXX XXXX Final Business Response /* (4000, 9, 2014/03/07) */ Nicor Advanced Energy has made multiple attempts to reach Mr. ********, without success. Several voicemail messages, and 1 message with Mrs. ********, were left containing direct contact information and a request for a callback. No callback has been received. A letter has been mailed to the customer requesting a response by ***** 10, 2014 or the complaint will be closed. The customer responded with the BBB after receiving our letter requesting a callback. A new telephone number was provided. A Nicor Advanced Energy spoke with the customer and reviewed the plan, how it was offered and that a Welcome Letter with terms and conditions was mailed shortly after enrollment. Plan pricing and utility pricing were also discussed. A credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

3/19/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: We signed up for what we thought was Nicor Gas in June of 2013 upon moving to the North Shore of Chicago. We paid through the Nicor Gas website, and have a Nicor Gas account number of XX-XX-XX-XXXX X, meter number XXXXXXX. Somehow, we did not sign up for Nicor gas. We were funnelled into a fraudulent company with an incredibly similar name, Nicor ADVANCED!, that charged ludicrous prices for gas which are completely unsubstantiated by market prices.

Desired Settlement: I was charged $1.058 per therm 297.84 therms for the period of 01-02-14 to 01-31-14 and $1.689 per therm 357.0 therms for the period of 01-31-14 to 03-04-14 by what I thought was Nicor Gas. Actual Nicor, during the same two periods, charged $0.51 and $0.68 per therm. I would like to have the difference 297.84 * (1.058-.51) + 357 * (1.689-.68) = 523.43 to be refunded to me. Also, I think this company should be forced to change to a less misleading and more accurate name, like Swindlers Gas, for example.

Business Response: Initial Business Response /* (1000, 5, 2014/03/10) */ Nicor Advanced Energy has been unable to reach this customer to discuss this issue The phone number on the customer's account is incorrect and on there is no phone number listed on the complaint. A letter has been sent requesting the customer respond no later than March 17, 2014 or the complaint will be closed. Initial Consumer Rebuttal /* (3000, 7, 2014/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) My number has always been correct as listed on the account, so this should just be further evidence that this business is fraudulent and should be shut down. Nice try, though. Please call me at (XXX) XXX -XXXX, or (XXX) XXX-XXXX or (XXX) XXX-XXXX. Final Business Response /* (4000, 13, 2014/03/18) */ The agreed upon credit will be on the customer's next Nicor Gas bill. An email verifying this has already been sent to the cusomter. Final Consumer Response /* (4200, 11, 2014/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am happy to accept when this amount is processed.

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At some point not long after I purchased my house in ***** I received a sales call from Nicor Advanced Energy. I was told that natural gas costs fluctuate and I could save significant energy costs by electing to use them to supply my natural gas. They indicated that they purchase gas at set rates and therefore the price to their consumers is not as variable as with Nicor (its affiliate). More important than what they said was what they did NOT say: 1) They never indicated that the cost of natural gas could actually be considerably HIGHER than what Nicor is charging. 2) They never told me that while Nicor is regulated by the government in terms of what they charge, Nicor Advanced Energy is not. 3) They never indicated that if I wanted to cancel service, I could not cancel in the middle of a billing cycle. These omissions have proven to be very profitable for Nicor Advanced Energy during this bitterly cold season. While the cost of gas has modestly risen over the course of the last several months with Nicor, it has increased ASTRONOMICALLY with Nicor Advanced Energy with NO reason except to FLEECE unsuspecting consumers. While the cost/therm for Nicor increased 10.87% from January to February 2014 (from 46 cents/therm to 51 cents/therm) the cost/therm for Nicor Advanced Energy increased 67.09% for the same period (62.6 cents/therm in *** to $1.046/therm in Feb). Likewise, while the cost/therm for Nicor increased 33.33% from Feb to March (51 cents/therm to 68 cents/therm), the cost/therm for Nicor Advanced Energy increased 66.16% for the same period ($1.046/therm to $1.738/therm). Overall from January to March 2014, Nicor's cost/therm increased 47.83% while the cost/therm for Nicor Advanced Energy increased a whopping 177.64%!!! My bill for the last month while still with Nicor Advanced Energy was $302.43. I contacted Nicor to inquire about my bill and they told me that it was because I was using Nicor Advanced Energy. The person on the phone told me that the cost/therm was over a $1 for Nicor Advanced Energy and she said that it has been a very long time since Nicor's cost/therm was over a $1. I cancelled my service immediately at that time (February 10th) but then I received a letter indicating that it would be canceled after that billing period. Because it wasn't cancelled right away, my March bill is $432.93. I called Nicor Advanced Energy and was told they aren't allowed to cancel service in the middle of a billing period. I asked why the cost/therm was so much higher and she said rates have gone up. When I pointed out that while that is true, Nicor's rates aren't nearly as high, she had no response for that. She issued a "good will" credit of $50 but the fact remains that Nicor Advanced Energy was deceptive in their advertising practices for reasons noted above and is currently taking advantage of the cold weather and increasing gas rates to systematically increase rates and GOUGE consumers.

Desired Settlement: I would like a refund on my February and March bills for the difference per therm from Nicor to Nicor Advanced Energy. According to my February bill, my therm use was 248.88. With Nicor's cost per/therm of 51 cents the total would have been $126.93 versus the $260.37 with Nicor Advanced Energy for a savings of $133.44 plus tax. For March, my therm use was 226.44. With Nicor's cost/therm of 68 cents, the total would have been $153.98 versus the $393.58 with Nicor Advanced Energy for a savings of $239.60 plus tax. Since the total that I would have paid with Nicor for these two months would have totaled $280.91 over the $653.95 I was billed, I am seeking a total refund of $373.04 plus the difference in tax.

Business Response: Initial Business Response /* (1000, 5, 2014/03/07) */ A Nicor Advanced Energy representative went over the plan with the customer. It was explained that their plan was a variable rate where the price fluctuates daily with the market. Due to recent extreme weather, the daily market has been extremely volatile and many days have seen near record prices. A credit was processed on the customer's account to help offset the high market based prices. Both Nicor Advanced Energy and the customer consider this issue resolved.

1/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Upon moving into my current residence, I contacted Peoples Gas to turn on gas service. I received my first gas bill from Peoples Gas and paid it on time. I didn't get a bill in the next month or two and I found out that was the case when I received a call from Nicor Advanced Company stating that my account was partially paid and there was a past due amount. I explained I had not received a bill and the customer service rep stated it was taken care of and that I should start receiving my bill from Nicor. She explained that I will see two amounts, one from Nicor and one from Peoples Gas and that is because Nicor is the supplier and Peoples delivers the gas to my home. I asked if I could be entered in the budget program that Peoples Gas offers and I was told by the Nicor customer service that my account was not eligible for that program. She said that from that point on, to make sure my account wouldn't fall behind again, to make sure I was ignoring anything from Peoples Gas and to just pay the amount shown on the Nicor Advanced Energy bill. Last month, December 2013, I was paying bills and went to Peoples Gas website to look for tips on lowering gas bills, as my gas bill for the winter months of 2012/2013 were higher than I've ever paid, especially since I keep the heat temperature at 68 and my apartment is approximately 1200 square feet. While browsing Peoples website, I noticed they had a link to enroll in a budget program to pay a certain fixed monthly amount to help even out the gas bill throughout the year. Out of curiosity, I tried it and it worked! I was quoted to pay $68.00 for the next 6 months with Peoples Gas. I called Nicor immediately asking why I was told I was not eligible for this when I asked at the time I turn on the service. The customer service rep I spoke to said she wasn't sure and she explained that I was on a "fixed rate" with Nicor, but I was still being billed by Peoples Gas for delivering the services. I told her I did not want to do this anymore and she said that by me signing up for the budget program with Peoples Gas I was going to automatically get switched to Peoples Gas and that I will only get a bill from Peoples Gas and not Nicor anymore. I feel that I was misled from the beginning by Nicor Advanced Energy and I am disputing that I be reimbursed for the amount I entered above, which I calculated by going back to the last 7 electronic statements available on Nicor's website. In all fairness, I should be reimbursed for the entire amount I was billed from the beginning, but I am unable to enter the exact amount as the website only has the last 10 electronic statements (the other 3 electronic statements are from Nicor Home Solutions, which is a separate service that insures my appliances in the event of a power outage).

Desired Settlement: I would like to be reimbursed for the total amount I was billed from the time I moved into my current residence. I do not see why I should have to pay two different gas companies based on bad business practices on Nicor's behalf. I also hope to bring awareness to this company's bad practices as I'm sure that I'm not the first nor the last victim of their scam.

Business Response: Initial Business Response /* (1000, 5, 2014/01/16) */ A Nicor Advanced Energy representative spoke with Mr. ****** and explained that he was enrolled in the PriceGuard Plan with Nicor Advanced Energy since May 2012 when he started his natural gas service. It was explained that it was an optional plan and it was agreed upon to cancel the plan and charge the last bill on the plan similar to if customer was with the utility for that billing period. Mr. ****** agreed and both he and Nicor Advanced Energy consider this issue resolved.

9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in *** 2013, I was told I was owed a refund based on over charges in a previous billing cycle. I gave Nicor advanced energy my forwarding address for the refund payment. After 1.5 months of not receiving payment, I spoke with ******* and found out it was mailed to my old service address. Nicor, canceled payment on that check and sent out a new one to the address I originally gave them in***. After another month and a half I still did not receive it. I spoke with ***** in August and was told another check would be sent to the forwarding address. I asked for some kind of tracking information or assurance that a check will actually be sent. Nicor is saying they cannot provide tracking information or credit the refund to a credit card. My account number is ****** and the service address is: ** ************* *** **** ********* il, XXXXX I want the refund I am entitled to over 4 months ago and some assurance it is mailed and sent to the correct address. My forwarding address is: XXXXX ********* ******** *********** XXXXX

Desired Settlement: I want the refund I am owed and some confirmation that it was actually sent so this can be closed.

Business Response: Initial Business Response /* (1000, 5, 2013/09/23) */ Nicor Advanced Energy contacted the customer regarding this issue. Our representative contacted the Nicor Advanced Energy Accounting Department to determine when a check would be sent. The Accounting Department generated the check and it was mailed 9-19-13. The Nicor Advanced Energy representative informed the customer of this and will follow-up with the customer on Friday, X-XX-XX to see if the check arrived. Nicor Advanced Energy considers this issue resolved. Final Consumer Response /* (2000, 7, 2013/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)


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